I had a recent conversation where I was challenged in my use of the term “Project Manager” to describe myself versus “Customer Success Manager”, the prevalent description for people doing similar work in their SAAS organization. This week’s blog post will explore the key differences.
I’ll first begin by providing some basic definitions.
Customer Success Managers (CSM) – According to Teresa Becker, CSMs provide “a proactive, real-time sales approach consisting of building relationships with existing customers, understanding in depth their company and product goals, and helping the customer meet those goals through day to day contact. Each customer has different needs and uses for your product, so it’s up to the Customer Success Manager (CSM) to thoroughly understand each customer and to be their champion throughout their entire customer journey. The role of the CSM is a value-add and is usually not a fee-based service.”
Implementation Project Managers (PM) – Webopedia defines an Implementation Manager as “an IT project manager who focuses on implementing information systems into a business environment. The implementation manager oversees the task, ensuring the project adheres to budget and time frame guidelines.”
From my perspective, there are 3 core differences in the two roles:
- Longevity – Implementation PMs are generally involved on a short-term basis for the duration of the project, while CSMs are closely tied to the customer for the length of the customer engagement (or pending other customer alignment decisions).
- Technical Skills – The technical skills required to do a complex integration or implementation are higher than those required to maintain the customer relationship. CSMs do need to understand the product, the implementation and how to apply the product towards achieving customer goals. However, the depth and breadth of technical skills needed to navigate the implementation process is usually much broader in scope.
- Project Management Skills – Typically CSMs take on basic project management tasks in the process of deriving & delivering value to the customer. Implementation PMs are often required to dive into the more advanced project management tasks (detailed requirements analysis, project plan definitions, risk assessments, etc).
As companies continue to evolve, we’ll continue to see blurred lines between roles, responsibilities and titles. Both of the roles will continue to exist, but what you call them really is dependent on the organization, the product and the implementation lifecycle.